Aftercare Consultant

Job Overview

The Aftercare Consultant, reporting into the Regional Sales VP is responsible for maintaining and developing existing customers through high levels of service to expand and strengthen the relationship. The Aftercare Consultant is a member of the sales team and is responsible for planning and administration, monitoring, and optimizing the revenue potential of their accounts by devoting 80% of their time to their book of business and 20% to other new customers.

This role involves increasing company revenue by generating sales from existing customers. To this end, the Aftercare Consultant will identify, qualify, and support the upsell of existing customers seeking the organization's products and services.

The role will also be responsible for providing prompt, courteous, and knowledgeable service to clients and customers. The Aftercare Consultant is expected to meet and exceed personal sales and retention objectives by pursuing meetings and developing deep and trusted relationships with current and prospective customers. The Aftercare Consultant will also work with the territory’s Business Development Manager to raise awareness and interest in the company to increase market share and meet fiscal goals.

In working with the Business Development Manager, the Aftercare Consultant will actively support the transition of prospective customers to active clients in the territory. This will include assisting the Business Development Manager during the transition period to ensure a smooth onboarding of all new customers. Once the customer is on-boarded, the Aftercare Consultant will assume the primary relationship with the customer, and it will comprise a part of their book of business.

Duties & Responsibilities

• Meet or exceed minimum Customer Retention goals for the territory.
• Meet or exceed minimum sales activity requirements.
• Meet or exceed Book of Business growth targets for the territory.
• Adopts and expertly uses the provided Customer Relationship Management (CRM) tools
• Maintains and develops existing customers through appropriate and ethical methods to optimize service quality, business growth, and customer satisfaction and retention.
• Create deep and mutually beneficial partnerships with the operations team to develop service strategies.
• Identifies accounts where revenue may be decreasing and formulate strategies to reach out to these accounts and retain the customers
• Monitors and anticipates competitive activity to position Gateway or Gateway-affiliated company (s) as the preferred vendor of choice at each presentation.
• Proactively conducts outbound customer outreach calls weekly.
• Maintains a high-profile presence in the market by conducting client care visits, turning a sales relationship into a long-term partnership.
• Take ownership of customer issues and concerns by ensuring that all messages are returned and addressed within the same business day.
• Maintains proficiency in sales knowledge and translates that knowledge into meaningful customer benefits as appropriate, including services, products, operations, and competitive strengths and weaknesses.
• Develop an annual territory sales and marketing strategy based on cascaded goals to accomplish sales targets and budget for the next fiscal year.
• Proactively conducts strategic account reviews with all assigned customers on an assigned basis in order to review service needs and usage trends.
• Assures all account issues for Key Accounts are followed up in a timely manner.
• Completes standard weekly and quarterly reports along with any ad hoc reporting requests on a timely basis.
• Organizes sales activities and uses geocoding to maximize productive time on the phone and in the field and ensure full coverage of the territory.
• Collaborate with the sales team to develop sales and services strategies.
• Participates in all sales training.
• Makes effective use of sales tools and collateral material.

Education, Training & Qualifications

• Previous industry experience, including understanding veterinarian clinics or the vet industry.
• Three (3) years of account management experience is preferred.
• Proven account management skills required to create, maintain, and enhance customer relationships.
• Post-secondary education, with a major or certificate/diploma in vet sciences, business, sales, and marketing, is strongly preferred.
• Experience with the Microsoft Office suite of products and strong internet skills.
• Must be comfortable working towards Key Performance Indicators (KPIs).
• Must have a clean driver’s record and own a vehicle in good operating condition.

Skills & Abilities

Communication Skills

• Oral Communication: Excellent oral communication skills, comfortable in presenting complex topics in front of industry experts in one-on-one and group situations and presentations.
• Written Communication: Effectively expresses ideas through a variety of written communications (e-mails, reports, memos, etc.), demonstrating strong writing skills.
• Listening: Demonstrates attentiveness and the ability to understand and apply the oral communications of others to the selling situation at hand through active listening skills.

Personal Motivation

• Initiative: Self-starter who exhibits initiative and internal motivation to achieve goals, including those beyond standard expectations.
• Integrity: Maintains social, ethical, and organizational norms.
• Stress Management: Handle all situations (e.g. time pressure, deadlines, task difficult) with dignity and poise.
• Enthusiasm: Demonstrates an open mind and positive attitude while affecting others in a positive way. Displays enthusiasm and treats all prospects with respect.
• Independence: Must be able to work independently, think before acting, and make sound judgments.

Interpersonal Skills

• Teamwork: Works well in a team environment, always willing to assist other partners. Reacts positively to evaluations, appraisals, and feedback while working to develop and improve as a professional. Follows written and verbal instructions.
• Sensitivity and Empathy: Takes into consideration the feelings and needs of others in plans and actions.
• Organization: Schedules and plans daily activities by utilizing proper time management and allocation of resources.
• Persuasion: Gains agreement and acceptance of ideas, plans, activities, and recommendations.
• Reliability: Can absolutely be counted on to meet deadlines, carry out tasks, and keep commitments. Works independently and with minimal oversight or supervision.
• Impact: Creates a good first impression, commands attention and respect, and shows an air of confidence. Portrays an approachable image, acts in a friendly manner with people, and puts them at ease.
• Fact Finding: Effectively gathers information for decision-making through questioning and active listening.

Working Conditions

• Prolonged periods of sitting at a desk and working on a computer.
• Travel within the territory will be required 90% for Business needs (Tradeshows, Customers, Locations)
• Mobility to drive a motor vehicle throughout the day for business needs.
• Ability to sit for up to eight (8) hours per day.
• Ability to talk regularly over the phone with customers and co-workers for up to eight (8) hours per day.
• Mobility to drive a motor vehicle throughout the day for business needs.
• May occasionally be exposed to elevated noise levels, such as from office equipment or when visiting a Care Center
• May occasionally be exposed to elevated heat levels when visiting a Care Center
• Lifting or moving up to 50 lbs. may be required.
• Some weekend work to meet hard deadlines and to attend industry conferences.